Customer Experience Program/Project Manager, Chase Auto Vice President

Chase Auto Finance has three constituents that define our customer: (1) End Consumers, (2) Original Equipment Manufacturer private label and strategic partners, and (3) Dealers. Our auto lending services are constantly evolving and incorporating the latest technology to help match car buyers with dealers, provide competitive financing options including leases and loans. Customer experiences in this regard span the entire lifecycle of financing –  onboarding, servicing, loyalty and retention focus.

The Auto Customer Experience function includes oversight of processes and customer interactions that often cross products, channels and lines of business. This requires focus on horizontal experiences and interactions that may span domains and stakeholders that could otherwise become disjointed resulting in operational breaks or defects in the customer experience. 

We are seeking a dynamic and experienced Program Manager to join our Auto Lending Customer Experience Strategy Team. The Customer Experience Program Manager will be responsible for overseeing and coordinating various projects and initiatives aimed at enhancing the customer experience both within the team as well as across the Auto Lending Line of Business. 

Job Responsibilities

The Customer Experience Program Manager will develop business plans and perform planning and execution of projects, create and maintain cross-departmental relationships, organize and prioritize critical issues, and gather required information to facilitate efficient decision making. The Program Manager will need to have robust business and functional acumen and project management experience. They must understand the strategy and vision and manage the work needed to achieve those goals, working across cross functional teams. 

Program / project management and integration

• Lead and manage multiple customer experience improvement projects from inception to completion, ensuring alignment with business goals and objectives.
• Across the Auto Lending line of business, partner to develop and document the business strategy and plans, directing program planning and management, and deliverable definition
• Within the Customer Experience Team, develop and execute comprehensive project plans to achieve desired outcomes – including scope, schedule, budget, resources, solution quality, leveraging consistent methodology across all programs
• Support centralized tracking of project plans and consolidated end to end integrated view for all programs
• Keep project timeline, risks, dependencies and deliverables on track
• Implement common, consistent routines, resources and tools to track and report status of key programs
• Develop metrics, scorecard and dashboard reporting for tracking of key initiatives leveraging common frameworks
• Enforce use of consistent standards, methodologies and best practices to ensure consistency and efficiency across programs

Stakeholder management, communication and team leadership

• Identify and effectively communicate with key stakeholders throughout the project, understanding their needs and expectations
• Lead cross-functional project teams, fostering a collaborative work environment. Facilitate communication and collaboration across workstream members. Provide clear direction and support to team members
• Provide regular updates on project plans and progress. Prepare program updates for key forums, management updates and business reviews

Decisions, issue management and risk management

• Identify, assess and manage issues with appropriate escalation
• Support centralized tracking and reporting of key issues across programs
• Ensure decisions are brought forward to appropriate forums. Track key decisions and expected impacts / outcomes
• Leverage common tools to track, assess and mitigate risks associated with programs

 

Required Qualifications, Skills and Capabilities:

• Bachelor's Degree in Business Administration, Project Management or a related field and 8+ year program/project management and / or related experience - preferably within the financial services or auto lending industry. (4+ additional years program/project management experience may be substituted in lieu of a Bachelor’s Degree)
• Demonstrated use and understanding of project management methodologies, tools and resources and the ability to identify and track project / program issues and drive resolution. 
• Outstanding ability to communicate effectively and confidently, develop relationships at all levels of the organization and to work well in cross-functional teams
• Experienced in executive status reporting and managing multiple projects/priorities. Ability to tailor communicatio